Case Management Quality Assurance
Resume:
Catherine Acevedo
Marietta, GA *****
*********.*******.***@*****.***
Professional Summary
Highly driven bilingual professional with a strong background in case management and compliance management, as well as an exceptional capacity to function in a multicultural setting. I am well known for my proactive nature and exceptional versatility. Effective on a variety of platforms, including child welfare, immigration programs involving unaccompanied minors, cross-cultural interaction, community action projects, and others.
Authorized to work in the US for any employer
Work Experience
PSA Complience Manager for Unaccompanied Children Program Inspiritus-Atlanta, GA
August 2023 to Present
• Provide minors in care with PSA orientation. As well as to impart the necessary tools for the minors to identify previous, present, or future risk situations related to sexual abuse and human trafficking.
• Report incidents related to sexual abuse, sexual harassment, inappropriate sexual behavior, and staff code of conduct violations.
• Maintain accurate and current documentation of service provision in each UAC case file, while ensuring compliance with ORR and agency documentation and reporting requirements.
• Monitor, evaluate and report on data collected from SA/SIRs, desk audits and monitoring visits to identify program challenges and areas for additional training related to IFR.
• Collaborate with Program Director, Program and CQI Manager to meet agency’s Performance and Quality Improvement (PQI)/Quality Assurance (QA) requirements and prepare for all audits. Case Manager Post Release Services
Bethany Christian Services-Atlanta, GA
March 2021 to August 2023
• Responsible for Post Release Services (PRS) for Unaccompanied Children (UC) and families.
• Conduct home visits with the UC and Sponsor in accordance with contract requirements for assessing safety
• In charge of helping children and families with resource referrals/community connections in the following focus areas: Placement, safety, education, health, mental health, legal, etc., and case management services while utilizing trauma-informed care throughout service provision.
• Managed a caseload in compliance with contract terms and agency expectations defined by the program supervisor. Served over 200 families during my service provision.
• Complete and document all required reports, case notes, and case contacts in the appropriate database in accordance with the expected timeframes and requirements. Global Migration Intern, UMCOR
General Board of Global Ministries-Atlanta, GA
February 2020 to May 2020
● Lead planning and logistics of special events, including identifying needs, creating budgets, designing agendas, and liaising with internal and external stakeholders
● Provide administrative support to supervisor and director of the department, including scheduling, writing correspondence to partners, and assisting in document preparation
● File and organize documentation and conduct data entry and data management
● Write weekly news updates on refugee and migration issues affecting 17 partner countries
● Translate documents and provide translation support during meetings as needed Volunteer, Family Well-being Dept
Latin America Association-Atlanta, GA
February 2019 to October 2019
● Assisted five social workers with clerical and administrative tasks
● Provided information and referrals regarding human services to individuals and organizations via telephone, email, and walk-in contact
● Improved department productivity by serving 30+ walk-in clients per day
● Increased the success of clients’ applications for public benefit (SNAPS/MEDICAID) by providing one- on-one orientation
● Boosted the number of participants for health care access programs with Kaiser Permanente by providing Spanish guidance to the Latin community
● Assisted in community outreach programs with the Northside Hospital Program Coordinator
Global Glimpse-Matagalpa, Nic
March 2018 to August 2018
● Designed and led an international curriculum focused on cultural immersion, service learning, and leadership development.
● Developed 16 detailed itineraries focused on global themes like poverty, culture, history, immigration, aid, and development
● Co-facilitated 15 program seminars, educational workshops, and feedback sessions
● Interpreted and translated for Spanish and English speakers
● Managed $1,000+ budget for program logistics
● Coordinated and facilitated community action projects
● Strengthened the relationship with the community partners
● Led 4 groups of 24 American students, rotating to a new group every two weeks Customer Service Advocate
One Link-Managua, Nic
December 2016 to December 2017
● Replied to 60+ emails per day responding to customers’ concerns about warranty replacement, lost orders, technical support, etc.
● Won the award for Top Performer
● Provided excellent oral and written communication and delivered clear and accurate messaging to customers
● Utilized the Salesforce platform for customer service campaigns Education
Bachelor of Management and Development in Management and Development Universidad Centroamericana Managua
June 2014
Skills
• Customer Service
• Project and Case Management
• Data Entry and Management Outlook)
• Logistics and Event Planning
• Interpretation and translation
• Time Management and Organization
• Bilingual
• Spanish
• English
• MS Office (Word
• Excel
• PowerPoint
• Project Coordination
• Research
• Translation
• Crisis intervention
• Conflict management
• Google Docs (6 years)
• Data collection
• Typing
• Teaching
• Google Suite
• Customer service
• Computer skills
• Google Docs
• Bilingual
• Spanish
• Writing skills
• English
• Supervising experience
• Organizational skills
• EHR systems
• Crisis intervention
Languages
• English - Expert
• French - Beginner
• Spanish - Expert
Certifications and Licenses
CPR Certification
October 2023 to October 2026
First Aid Certification
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